Troubleshooting 101

If you are having issues with Lightroom (either 1.x or 2.0) and you do actually want some assistance tracking down what the problem might be, there are some basics that you must supply in order to expect any help from other users.
In point of fact, be sure to read the message at the top when you are posting a new topic. It says:
"Please be as precise as you can when asking your question. Be sure to include pertinent information, such as the product name, the version of the software you are using, what operating system you are using, what kind of computer, what kind of printer, how much RAM, etc."
In addition to that, you should include whatever steps you may have already tried on your own behalf.
Basic things such as uninstall, reinstall
Trashing the preferences
Testing a new catalog vs an updated catalog
Whether or not you've optimized the catalog
Where the catalog is relative to the image storage.
What admin privileges your user account has
Trying Lightroom in a new user account
The size of your captures and whether you are using native raw, DNG or TIFF/JPEG/PSD
Unless you give the basics of the information required to reliably review your situation, all you are doing is adding chaos and white noise to the situation...which will do nobody any good at all.

Struggling along here... Still working on our lead compositor's computer who has the problem with the continuous crashing of InDesign.
After deleting her folders of preferences she had no problems for several days. Thought she was cured. Then she had a return to problems. She used the the boot method of deleting proferences and did okay for a while. Then she had a very busy day for us where her software misbehaved (crashed) continuously all day.
We kept a log of what she was working on when it would close and it was always different graphics and files.
I ran DiskWarrior and did find that there is a corrution in a system header file that cannot be fixed. So I have created a new user for her.
This has created a motley of problems for her and today she is ready to kill me.
Tell me WHY of her 790 fonts that I copied from her old user to her new user her Bodoni Bold will not work? I have copied it into Local/library/Fonts AND User/Library/Fonts (although I know that isn't necessary since I know she is the only user on the machine) I have repaired disk permissions three times.
When I test it, it works for about two seconds and disappears.
AND, using her new user id, so many of her files on the NAS are Read/Write by administrator only from her old user.... I have no idea how that happened. None of our other designers files have been locked by their user id!
So, even though she knows her software is going to crash, she has logged in using her old id until I can overcome her font issue and find a way to universally unlock all of her files...
Any words of widom for me??

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File Crashing (was Re: Troubleshooting 101: Export to .idml or .inx to clear file corruption)

Both CS6 and CS5:
1.Try to open indd 2. looks normal 3. try to save - get rainbow ball 4. give up on saving and close file (doesn't save) 4. ID crashes with serious error 5. try again with .idml (<2 mb) or packaged file, same result.
This happens with 3 specific files, all of which have a very similar structure (>20mb indd, ~20-30 placed images (pdf, psd, ai), resides on Mac server), however other files with the same fonts on the same server are normal. Also, other designers can open these files on their iMacs and save normally.
I have:
-Restarted
-Checked for Mac updates
-Checked for ID updates
-Checked for Stuitcase Fusion updates, cleared font cache, checked for corrupted fonts, deactivated all unnecessary fonts
-Saved/opened file from Desktop
-Checked langauge settings
-Deleted preferences
-Restarted again
-Had others test the file, they have no problem. Had others save a new copy of the file, still same problems for me.
Time to reinstall?

After gathering reports from my system via a script, Entensis responded with:
I had our QA team look at your crash reports. InDesign is indeed crashing multiple times a day but we do not think Suitcase is causing the crash.
Something about a "protective shutdown" command from InDesign:
Thread 0 Crashed:: Main Thread Dispatch queue: com.apple.main-thread
0   PublicLib.dylib                              0x016cb442 ProtectiveShutdown::~ProtectiveShutdown() + 278
1   PublicLib.dylib                              0x016cb4c5 ProtectiveShutdown::~ProtectiveShutdown() + 17
2   com.adobe.InDesign.Document Actions          0x17b87784 0x17b85000 + 10116
3   PublicLib.dylib                              0x01705e2c Command::DoImmediate(short) + 62
Possibly related thread:
http://forums.adobe.com/message/5800517
I let them know the crash only occurs with SF auto-ativation switched on, but they seem like they are no longer working to solve my problem... do I go back to ID and take ANOTHER look??
I tried doing this: http://helpx.adobe.com/x-productkb/global/troubleshoot-fonts-mac-os-x.html
but I was wary about deleting the com.apple.ATS.plist since I didn't want my thousands of fonts to be re-activated.
I also could not find this folder: Library/Caches/ATS folder (I did not see anything that said ATS)

Troubleshooting 101: Export to .idml or .inx to clear file corruption

Sometimes a particular InDesign file may behave badly (if all your files are doing strange things, see Replace, or "trash" your InDesign preferences ). In such cases the first thing to try is export to .inx if you have CS, CS2 or CS3(InDesign Interchange format) by selecting File > Export… and choosing .inx from the file type dropdown, or if you have CS5 or later export to .idml. The resulting file should then be opened in ID and saved as a NEW .indd file.
Interchange format was set up to allow users to open files in a version of ID one release earlier (minus, of course, new features) than the one in which they were created. It reduces the file to the bare minimum of information needed to recreate the layout, and as a side effect it often strips out minor corruption that will cause strange behavior but is not bad enough to prevent the file from opening. Other things Interchange Format can help with are removal of stubborn unused swatches and references to missing plugins.
The .idml (InDesign Markup) format was introduced in CS4 and in that version you have your choice (.inx is listed as CS3 interchange) and is the replacement for .inx going forward. My non-scientific intuition says that .idml is slighlty less effective than .inx at solving problems, so I would opt for .inx in CS4 as my first choice, but I also would not dismiss .idml out of hand if I suspect document corruption.
Updated 12/14/2011
Message was edited by: Peter Spier

How about if you are working on a book? Export is not
an option once you are in InDesign screen with the book file open but none of the component files open.. I have to export all 11 documents it is composed of?
Using CS5. That would be File>Export and in that window, Save As Type> in popdown choose IDML (index design markup language), right? Then I link the new files to the book and delete the others????
Thanks for your help.

How can I troubleshoot wi fi connection problems?

My device will show available networks, says that it is connected to one available but then I can not log on to the internet or open web pages/itunes etc...because it says that I am not connected to the internet. I have reset the network connections and everything. Are there any other suggestions?

Try #2 and #3 in link below. If neither work, you most likely have a hardware issue.
Basic troubleshooting steps
17" 2.2GHz i7 Quad-Core MacBook Pro  8G RAM  750G HD + OCZ Vertex 3 SSD Boot HD 
Got problems with your Apple iDevice-like iPhone, iPad or iPod touch? Try Troubleshooting 101
 In Memory of Steve Jobs 

HT1212 My 7 year pls has forgotten her passcode for her iPod touch. I have put it into recovery and through iTunes tried to restore. But it will only let me also try to update it with iOS 6.1.3 which no longer allows the bypass of the passcode. Can anyone

My 7 year old has a passcode on her iPod touch. She forgot it, after multiple attempts at what it could have been, it comes up with disabled etc.....I have tried it in recovery and hooking it up to iTunes (which the device has been previously synced up to) to restore. But the problem I am having is it only gives me the option to update also, to iOS 6.1.3 with the new bug fix which it won't allow you to bypass the passcode. It gets a little into the downloading, turns the iPod on and then asks for the passcode to continue?! I am at a loss as to what to do now, as every forum says put it in recovery and restore. I can't use the 'find my iPhone' app as the iPod is offline. I've tried it on a laptop not prev synced up to and get the same problem. Has any one got any ideas!

Try disabling the computer's antivirus and firewall.
- Next try the manual install method of:
iDevice Troubleshooting 101 :: iPhone, iPad, iPod touch
Place the iPod in recovery mode after the firmware download is complete and then restore using the instructions in the article. Sometimes recovery mode timeouts and returns to disabled before the firmware download is complete.
- Then try on another computer

How can you get your ipod touch serial number from apple beacause my ipod was stolen

how can i get my ipod serial number from apple

http://support.apple.com/kb/HT2526?viewlocale=en_US
Basic troubleshooting steps
17" 2.2GHz i7 Quad-Core MacBook Pro  8G RAM  750G HD + OCZ Vertex 3 SSD Boot HD 
Got problems with your Apple iDevice-like iPhone, iPad or iPod touch? Try Troubleshooting 101
 In Memory of Steve Jobs 

4th Generation iPod constantly freezes, please help!!!

Hi, I have had my 4th generation 20 GB iPod for about a year and a half. I have around 1200 songs on it and my iPod freezes every now and then whenever I try to play a song. When I go to reset it, sometimes it'll just return back to its normal state, but then other times, a folder with an exclamation point will pop up, then it'll just shut off and do it again. Sometimes I will lose all my songs, but then I reset it, I have all my songs again. I was wondering if there is any quick way to fix this problem. Thank you!

Try a restore again. If that does not help, you have a hardware issue.
Basic troubleshooting steps
17" 2.2GHz i7 Quad-Core MacBook Pro  8G RAM  750G HD + OCZ Vertex 3 SSD Boot HD 
Got problems with your Apple iDevice-like iPhone, iPad or iPod touch? Try Troubleshooting 101
 In Memory of Steve Jobs 

Lost all of my voice memos after backup.

When I backup my iPhone 3GS in 10.5 is it doing a full backup of the phone or just what is checked in sync. Because I lost all my voice memos by just "backing it up" before upgrading to iOS5.

http://support.apple.com/kb/TS3694
Basic troubleshooting steps
17" 2.2GHz i7 Quad-Core MacBook Pro  8G RAM  750G HD + OCZ Vertex 3 SSD Boot HD 
Got problems with your Apple iDevice-like iPhone, iPad or iPod touch? Try Troubleshooting 101
 In Memory of Steve Jobs 

ID crashes when using text wrap.

Hi there
This trouble came out of the blue. I've been wrapping text around 10 or so pics and suddenly, every time I click the "Text wrap" button., the program crashes.
I have tried to export the file to .IDML, but the problem goes on.
I'm desperate, as I'm finishing the work and there's too little to do yet, but I must deliver it next week.
Please help.

Troubleshooting 101: Replace, or "trash" your InDesign preferences

I am having a lot of issues with iPhoto. I recently upgraded my software to Snow Leopard from the original software on my Macbook Pro. I got the Mac in 2007. Everytime I try to open iPhoto is just shuts down! It also wont recongnize my iPhone. HELP!

My iPhoto will not stay running. It opens for a minute and then quits unexpectedly. I get an error message and it says a report will be sent to apple. My computer will not recognize my iPhone either. I cannot figure out how to fix this issue or if there is any way to fix it!

Try trash the com.apple.iPhoto.plist file from the HD/Users/ Your Name / library / preferences folder. (Remember you'll need to reset your User options afterwards. These include minor settings like the window colour and so on. Note: If you've moved your library you'll need to point iPhoto at it again.)
What's the plist file?
For new users: Every application on your Mac has an accompanying plist file. It records certain User choices. For instance, in your favourite Word Processor it remembers your choice of Default Font, on your Web Browser is remembers things like your choice of Home Page. It even recalls what windows you had open last if your app allows you to pick up from where you left off last. The iPhoto plist file remembers things like the location of the Library, your choice of background colour, whether you are running a Referenced or Managed Library, what preferences you have for autosplitting events and so on. Trashing the plist file forces the app to generate a new one on the next launch, and this restores things to the Factory Defaults. Hence, if you've changed any of these things you'll need to reset them. If you haven't, then no bother. Trashing the plist file is Mac troubleshooting 101.
If that fails:
Option 1
Back Up and try rebuild the library: hold down the command and option (or alt) keys while launching iPhoto. Use the resulting dialogue to rebuild. Choose to Rebuild iPhoto Library Database from automatic backup.
If that fails:
Option 2
Download iPhoto Library Manager and use its rebuild function. This will create a new library based on data in the albumdata.xml file. Not everything will be brought over - no slideshows, books or calendars, for instance - but it should get all your albums and keywords back.
Because this process creates an entirely new library and leaves your old one untouched, it is non-destructive, and if you're not happy with the results you can simply return to your old one. .
Regards
TD

IPhoto 08 is gone...can see the icon but doesn't open. Any suggestions?

I was working on getting my Time Capsule to backup my MacBook and erased everything on there. When I restarted and got the time capsule to work i couldn't open my Iphoto anymore and cannot open any new photos that I download..
If I click on the icon it bounces then stops and nothing happens. When i search my applications folder the iphoto application is not there. When i search the "myname"macbook drive>iPhoto I can see the iphoto app. (doesn't open, crashes immediately), the contents folder (the plug-ins disabled and resources disabled items do not open)
Any help would be appreciated.

Try trash the com.apple.iPhoto.plist file from the HD/Users/ Your Name / library / preferences folder. (Remember you'll need to reset your User options afterwards. These include minor settings like the window colour and so on. Note: If you've moved your library you'll need to point iPhoto at it again.)
*What's the plist file?*
For new users: Every application on your Mac has an accompanying plist file. It records certain User choices. For instance, in your favourite Word Processor it remembers your choice of Default Font, on your Web Browser is remembers things like your choice of Home Page. It even recalls what windows you had open last if your app allows you to pick up from where you left off last. The iPhoto plist file remembers things like the location of the Library, your choice of background colour, whether you are running a Referenced or Managed Library, what preferences you have for autosplitting events and so on. Trashing the plist file forces the app to generate a new one on the next launch, and this restores things to the Factory Defaults. Hence, if you've changed any of these things you'll need to reset them. If you haven't, then no bother. Trashing the plist file is Mac troubleshooting 101.
If that doesn't help:
Post the Crash Log.
It's at Home / Library / Logs / Crash-Reporter / iphoto.crash.log
Double click on the file and it will open in the Console. Copy and Paste it in here.
Regards
TD

HT201210 daughter forgot her password to her ipod, tried to do the reset and half way through it i get a message saying that it can't sync my ipod because it's locked. So what can i do for it to restart it's self from factory?

just need to reset it to factory settings because daughter forgot password..and when i try to do it through itunes to stops half way to say that i need to unlock the ipod..so please let me know if anyone can help me with this..ive already tried turning it off and then holding the home button while i plug the ipod to the computer and the itunes screen on the ipod comes up..i;m really hoping i don't have to go to an apple store..i live hours away from one..thanks!

Place the iOS device in Recovery Mode and then connect to your computer and restore via iTunes. The iPod will be erased.
iOS: Wrong passcode results in red disabled screen
If recovery mode does not work try DFU mode.
How to put iPod touch / iPhone into DFU mode « Karthik's scribblings
Next
Try disabling the computer's antivirus and firewall.
- Next try the manual install method of:
iDevice Troubleshooting 101 :: iPhone, iPad, iPod touch
Place the iPod in recovery mode after the firmware download is complete and then restore using the instructions in the article. Sometimes recovery mode timeouts and returns to disabled before the firmware download is complete.
- Then try on another computer

Logic 8 crashing when double click on color in the color window

every time I try and create a custom color in the color window by double clicking on a color square logic crashes . Is anyone else seeing this? - sent apple crash report

Try trash the com.apple.iPhoto.plist file from the HD/Users/ Your Name / library / preferences folder.
(On 10.7: Hold the option (or alt) key while clicking on the Go menu in Finder to access the User Library)
(Remember you'll need to reset your User options afterwards. These include minor settings like the window colour and so on. Note: If you've moved your library you'll need to point iPhoto at it again.)
What's the plist file?
For new users: Every application on your Mac has an accompanying plist file. It records certain User choices. For instance, in your favourite Word Processor it remembers your choice of Default Font, on your Web Browser is remembers things like your choice of Home Page. It even recalls what windows you had open last if your app allows you to pick up from where you left off last. The iPhoto plist file remembers things like the location of the Library, your choice of background colour, whether you are running a Referenced or Managed Library, what preferences you have for autosplitting events and so on. Trashing the plist file forces the app to generate a new one on the next launch, and this restores things to the Factory Defaults. Hence, if you've changed any of these things you'll need to reset them. If you haven't, then no bother. Trashing the plist file is Mac troubleshooting 101.

Iphoto'11 wont launch and stops responding...

am running 10.6.6 and after my last time machine backup, iphoto'11 has stopped launching.. restarted several times. repaired disk permissions too. the icon bounces and then nothing. rightclicking shows app not responding. i force quit it but and then relaunch it but it wont open. any advice?
Neerav

Try trash the com.apple.iPhoto.plist file from the HD/Users/ Your Name / library / preferences folder. (Remember you'll need to reset your User options afterwards. These include minor settings like the window colour and so on. Note: If you've moved your library you'll need to point iPhoto at it again.)
*What's the plist file?*
For new users: Every application on your Mac has an accompanying plist file. It records certain User choices. For instance, in your favourite Word Processor it remembers your choice of Default Font, on your Web Browser is remembers things like your choice of Home Page. It even recalls what windows you had open last if your app allows you to pick up from where you left off last. The iPhoto plist file remembers things like the location of the Library, your choice of background colour, whether you are running a Referenced or Managed Library, what preferences you have for autosplitting events and so on. Trashing the plist file forces the app to generate a new one on the next launch, and this restores things to the Factory Defaults. Hence, if you've changed any of these things you'll need to reset them. If you haven't, then no bother. Trashing the plist file is Mac troubleshooting 101.
Regards
TD

Database is mounted automaticaly, but doesn't open

Hello everybody! Please help!!!
I have Oracle 8.1 installed on Win2000. When I restart the PC, the database is mounted automaticaly, but doesn't open. I have to open it manually every time I restart the PC. How can I solve this problem?

Try trash the com.apple.iPhoto.plist file from the HD/Users/ Your Name / library / preferences folder. (Remember you'll need to reset your User options afterwards. These include minor settings like the window colour and so on. Note: If you've moved your library you'll need to point iPhoto at it again.)
*What's the plist file?*
For new users: Every application on your Mac has an accompanying plist file. It records certain User choices. For instance, in your favourite Word Processor it remembers your choice of Default Font, on your Web Browser is remembers things like your choice of Home Page. It even recalls what windows you had open last if your app allows you to pick up from where you left off last. The iPhoto plist file remembers things like the location of the Library, your choice of background colour, whether you are running a Referenced or Managed Library, what preferences you have for autosplitting events and so on. Trashing the plist file forces the app to generate a new one on the next launch, and this restores things to the Factory Defaults. Hence, if you've changed any of these things you'll need to reset them. If you haven't, then no bother. Trashing the plist file is Mac troubleshooting 101.
If that doesn't help:
Post the Crash Log.
It's at Home / Library / Logs / Crash-Reporter / iphoto.crash.log
Double click on the file and it will open in the Console. Copy and Paste it in here.
Regards
TD

Troubleshooting 101

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